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Skills & Knowledge For 2020 Customer Facing Teams
The document discusses the skills and knowledge required for customer-facing teams in 2020 and beyond. It notes that customer expectations and behaviors are changing with increased mobile usage and adoption of new technologies like AI. Customer-facing roles will require upgraded skills to handle more self-service options for customers as well as virtual assistants, while still providing human assistance for complex issues. New skills discussed include skills for emotion-based customer experience and experience optimization, as well as skills for working with new technologies like process automation, AI-infused solutions, and digital labor platforms.
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Skills & Knowledge For 2020 Customer Facing Teams
- 1. skills and knowledge customerfacing teams 0202
- 2. M e rc h a n t s C E O D a t a p o i n t S t r a t e g y D i r e c t o r B r a i n f o o d I n n o v a t o r 2 0 1 5 L i f e t i m e A c h i e v e m e n t A w a r d E C C S A
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- 4. S k il l s & K n o w l e d g e i n C u s t o m e r F a c i n g T e a m 2 0 2 0 C o n s u m e r a d o p t i o n o f m o b i l e , ‘ n o w ’ l i f e s t y l e M a r ke t r e a d i n e s s o f A I i n f u s e d t e c h n o l o g i e s D a w n o f t h e n e x t p h a s e i n c o m p u t i n g
- 5. S k il l s & K n o w l e d g e i n C u s t o m e r F a c i n g T e a m 2 0 2 0
- 6. S k il l s & K n o w l e d g e i n C u s t o m e r F a c i n g T e a m 2 0 2 0 The Contact Mix 2 0 1 9 2 0 2 5
- 7. S k il l s & K n o w l e d g e i n C u s t o m e r F a c i n g T e a m 2 0 2 0 Virtual Assistants S k i l l s & K n o w l e d g e i n C u s t o m e r F a c i n g T e a m 2 0 2 0
- 8. S k il l s & K n o w l e d g e i n C u s t o m e r F a c i n g T e a m 2 0 2 0 Reduce manual, error-prone and repetitive tasks of data entry, navigation and process fulfilment RPA Better CX Improved Productivity Accuracy Consistency Faster resolution
- 9. S k il l s & K n o w l e d g e i n C u s t o m e r F a c i n g T e a m 2 0 2 0 Upgraded Skills
- 10. S k il l s & K n o w l e d g e i n C u s t o m e r F a c i n g T e a m 2 0 2 0 A S S I S T E D S E R V I C E - S E L F S E R V I C E - P R O A C T I V E S E R V I C E P O I N T S O F A C C E S S Desktop Laptop Tablet Phone Smartphone Wearable Speaker IoT Voice - Text - Video Self Service 24x7 education, information & task completion Assisted Service when it’s emotional, complex or matters to the relationship Proactive Service when customer needs can be anticipated right time-right outcome AI Focuses & Upgrades Live Assistance
- 11. S k il l s & K n o w l e d g e i n C u s t o m e r F a c i n g T e a m 2 0 2 0 The Problem With Looking Different In Digital Economies
- 12. S k il l s & K n o w l e d g e i n C u s t o m e r F a c i n g T e a m 2 0 2 0 The Heart Of CX
- 13. S k il l s & K n o w l e d g e i n C u s t o m e r F a c i n g T e a m 2 0 2 0 The ability to optimise the way a customer feels during and at the end of an interaction What Is Emotion CX?
- 14. S k il l s & K n o w l e d g e i n C u s t o m e r F a c i n g T e a m 2 0 2 0 P e a k - e n d r u l e
- 15. S k il l s & K n o w l e d g e i n C u s t o m e r F a c i n g T e a m 2 0 2 0 From Negative To Postive
- 16. S k il l s & K n o w l e d g e i n C u s t o m e r F a c i n g T e a m 2 0 2 0 Strong listener. Is able to surface unstated needs Recognises and responds to both the functional and emotive needs of each customer Activates CX psychology - amplifies positive moods, steers negative towards positive Is adaptive to the communication style and expectations of each customer Picks language that makes each communication sound authentic and personal Skills
- 17. S k il l s & K n o w l e d g e i n C u s t o m e r F a c i n g T e a m 2 0 2 0 Leaders Laggards Positive:Negative experiences delivered What Does Good Look Like?
- 18. S k il l s & K n o w l e d g e i n C u s t o m e r F a c i n g T e a m 2 0 2 0 T- M o b i l e ’ s C E O J o h n L e g e r e
- 19. S k il l s & K n o w l e d g e i n C u s t o m e r F a c i n g T e a m 2 0 2 0 What’s The ROI?
- 20. S k il l s & K n o w l e d g e i n C u s t o m e r F a c i n g T e a m 2 0 2 0
- 21. S k il l s & K n o w l e d g e i n C u s t o m e r F a c i n g T e a m 2 0 2 0
- 22. S k il l s & K n o w l e d g e i n C u s t o m e r F a c i n g T e a m 2 0 2 0 • Very high correlation between CX and repurchasing • 21-point difference in NPS between consumers who’ve had a very good experience with a company and those who’ve had a very poor experience
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- 25. S k il l s & K n o w l e d g e i n C u s t o m e r F a c i n g T e a m 2 0 2 0 Digital Labour
- 26. S k il l s & K n o w l e d g e i n C u s t o m e r F a c i n g T e a m 2 0 2 0 Digital Labour
- 27. S k il l s & K n o w l e d g e i n C u s t o m e r F a c i n g T e a m 2 0 2 0 A d v i s o r T e a m L e a d e r R P A / C h a t b o t O p t i m i s a t i o n L e a d e r 1 to 12 Quality & CSat First time resolution Personal development 1 to 00s CSat Containment Application development Digital Management
- 28. S k il l s & K n o w l e d g e i n C u s t o m e r F a c i n g T e a m 2 0 2 0 Product Owner Solutions Architect Software Engineer Designer Tester UI/UX Contact Centre Advisor Shift Supervisor CEL Team Leader Shift Supervisor Resource planner AI Conversation Architect Real Time Chat Analyst Product Executive Sentiment Analyst AI Strategy Lead AI Configuration Admin Integrated Agile Product Development Squad Operations Contact Centre Team Nick Cockerill Head Of Product – Operational Technology Sky Gaming
- 30. S k il l s & K n o w l e d g e i n C u s t o m e r F a c i n g T e a m 2 0 2 0 Product Owner Solutions Architect Software Engineer Designer Tester UI/UX AI Conversation Architect Real Time Chat Analyst Product Executive Sentiment Analyst AI Strategy Lead AI Configuration Admin Integrated Agile Product Development Squad
- 32. There is atransition to be made from improvised to organised emotion mgt We used to rely on the skills of whoever is good at it CX demands a team wide approach to optimising the best outcome for every journey
- 33. S k il l s & K n o w l e d g e i n C u s t o m e r F a c i n g T e a m 2 0 2 0 desperate disgusted furious excited appreciated confident irritated sad helpless grateful receptive capable angry cheated scared frustrated insulted disappointed ignored upset stressed worried happy trust safe satisfied respected reassured listened to relaxed relieved confident What Is It? Definitions Importance Outcomes Benefits How does it work? Journeys Contact mix Modalities Making it happen a m p l i f yt r a n s f o r m Who Does What? Advisor Team Leader Service Leader What’s in it for me What Changes? Recruitment/L&D Performance mgt/QA Workflow/Tech Metrics/Insight
- 34. S k il l s & K n o w l e d g e i n C u s t o m e r F a c i n g T e a m 2 0 2 0 desperate disgusted furious excited appreciated confident irritated sad helpless grateful receptive capable angry cheated scared frustrated insulted disappointed ignored upset stressed worried happy trust safe satisfied respected reassured listened to relaxed relieved confident What Is It? Definitions Importance Outcomes Benefits How does it work? Journeys Contact mix Modalities Making it happen a m p l i f yt r a n s f o r m Who Does What? Advisor Team Leader Service Leader What’s in it for me What Changes? Recruitment/L&D Performance mgt/QA Workflow/Tech Metrics/Insight
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- 36. S k il l s & K n o w l e d g e i n C u s t o m e r F a c i n g T e a m 2 0 2 0 “Coach and develop me; don't just assess me!”
- 37. skills and knowledge customerfacing teams 0202
Editor's Notes
- #29 What if, instead of being a tangential Operations division, we follow the lead of Agile technology and product teams and be adaptable to change in terms of roles and responsibilities. Then…..
- #31 what if we begin embed our advisors turned analysts into product development squads – allowing the whole business to get closer to the customer and deliver experiences which, eventually, might even mean we need to find new roles for our robots